Front Desk Agent (Hotel)

Dawn Ranch Lodge; Guerneville (CA); On-site; USD 31,000 - 45,000; Full time

Job summary

Dawn Ranch Lodge, a boutique hotel in Guerneville, California, is seeking a Front Desk Agent to welcome guests and manage check-ins, room assignments, and guest requests. You will work with hotel staff to ensure a smooth, welcoming stay and accurate handling of payments and departures.

The role requires strong hospitality experience, the ability to learn hotel software, and a flexible schedule including evenings, weekends, and holidays.

Qualifications

• Respond promptly and professionally to customer requests, complaints, and inquiries.
• Properly secure guest information.
• Understand and adhere to proper credit card and cash handling policies and procedures.
• Able to perform basic numerical operations.
• Able to walk, stand, and move as required for front desk duties.

Responsibilities

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key.
• Coordinate room status updates with housekeeping and maintenance.
• Maintain a clean and organized front-of-house area, including lobby and seating areas.
• Respond to guest requests and assist in person when necessary.
• Adhere to health and safety regulations and report unusual occurrences to management.
• Manage and resolve guest complaints in a professional manner.
• Assist guests at departure by verifying charges and arranging transportation.

Skills

Customer service

Hospitality

Attention to detail

Communication skills

Cash handling

Education

High school diploma or equivalent

Tools

PMS

CRM systems

Microsoft Word

Excel

Job description

ABOUT OUR COMPANYDawn Ranch is a natural preserve and boutique hotel destination nestled riverside at the edge of Guerneville in Sonoma’s wine-rich Russian River Valley. The cottage-style hotel and event venue offer an authentic, historic, and unique Sonoma wine country escape among 22 acres of ancient giant redwoods, native meadows, and vintage apple trees. The hotel also features unique wellness experiences including a premium spa which offers outdoor baths, massages, and body treatments. Other activities include yoga, meditation, and perfume-making. Dawn Ranch’s food program balances elevated cuisine with casual excellence, from fine dining at the Lodge overseen by Chef Fernando Trocca to picnics overlooking the roiling Pacific Ocean. Local ingredients from the fertile valley make our varied cuisine an emerging staple of Northern California fare. Dawn Ranch is the perfect destination to co-create luxury and inspiration in Sonoma.ABOUT THE ROLEFull-time and part-time positions available.We are looking for a Front Desk Agent to join our team! As a Front Desk Agent, you will represent the hotel throughout all stages of the guest’s stay. By working with all hotel personnel, you will ensure every guest experiences the highest customer care. Their responsibilities include registering guests, assigning rooms, accommodating special requests as directed by management, and ensuring a pleasant stay and smooth checkout. You will play a key role in ensuring guest satisfaction.Essential Duties:Respond promptly and professionally to customer requests, complaints, and inquiries.Properly secure guest information.Able to learn safety, emergency, and accident prevention policies and procedures.Understand and adhere to proper credit card and cash handling policies and procedures.Able to perform numerical operations using basic counting, adding, subtracting multiplying, and dividing.Able to use repetitive hand and body motions such as grasping, writing, typing, listening, hearing, and visual acuity.Able to walk, including climbing stairs, and ladders, standing to a significant degree, kneeling, reaching, bending, handling machinery, lifting, feeling, talking, hearing, and see.Able to stand for long periods of time or for the duration of a shift.Specific Requirements of this role:Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.Coordinate room status updates with the housekeeping department and maintenance work with the engineering division.Ensures to maintain a clean and organized front-of-house area, including lobby and seating areas.Assist with inspecting guest rooms prior to guest arrivalsRespond to guest requests, and assist in person when necessaryAdhere to all health and safety regulations and procedures.Report any unusual occurrences or requests to the manager or assistant manager.Manage and resolve all guest complaints in a professional and courteous manner.Assist guests on departure by verifying and posting all outstanding charges, settling credit cards, and making arrangements for luggage and transportation assistance.Perform other duties as assigned.Availability to work evenings, weekends and holidays.QualificationsHigh school diploma or equivalent.Ability to work in a fast-paced environment.Previous hospitality experience is preferred.Previous knowledge of PMS and CRM systems is preferred.Working knowledge of Microsoft Word and Excel.Ability to work a flexible schedule, including weekends and holidays.The Company is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Company are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Company will not tolerate discrimination or harassment based on any of these characteristics and encourages applicants of all ages.